What is Churn Survey?
Definition
A questionnaire presented to subscribers during or after the cancellation process to understand their reasons for leaving.
Understanding Churn Survey
Churn surveys collect valuable feedback about why subscribers cancel. Common response options include: too expensive, not using it enough, missing features, switching to a competitor, technical issues, and temporary need fulfilled. This data drives product improvements and retention strategies.
For subscribers, churn surveys serve a dual purpose — providing feedback helps improve the service for remaining users, and the survey page often includes retention offers (discounts, plan changes, or feature unlocks) that might address your concerns. Taking a moment to complete the survey can sometimes reveal cost-saving options you didn't know existed.
Related Terms
Voluntary Churn
Subscriber cancellations that occur by the customer's deliberate choice, as opposed to involuntary churn from payment failures.
Cancellation
The act of ending a subscription, which stops future billing and eventually terminates access to the service.
Churn Prevention
Strategies and tactics employed by subscription services to retain customers and reduce cancellation rates.
Retention Rate
The percentage of subscribers who continue their subscription over a given period, calculated as the inverse of churn rate.